Frequently Asked Questions

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About achica

What is achica and why should I join?

achica is an online members only luxury lifestyle store that is
free to join. Members can indulge in exclusive savings on luxury
home and lifestyle brands with new, limited time promotions added
every day. Chic and desirable home and garden brands are offered at
breathtaking prices, only available to our members . achica's
buyers take time and care handpicking each individual item to
ensure that only the most stylish designer products appear in our
promotions.

At such great savings, how do we know these products are
authentic?

achica's buyers liaise with brands and designers in order to
attain the discounts we know our members love. We guarantee the
authenticity of each and every product we sell.

Who selects the products that appear on achica?

Our team consists of seasoned industry insiders and respected,
knowledgeable home/lifestyle buyers who know how important design
and exceptional value are. Like you, our team knows that there is
nothing chic or stylish about overspending on top home/lifestyle
brands.

Is there an achica shop or catalogue?

We only sell online, at www.achica.com. We do not have a store
or a catalogue. Our promotions only last for a short while, so a
catalogue would quickly become out-of-date. achica is exciting and
forever-changing, bringing an array of fantastic brands to your
screen every day of the week.

What is achica Living?

The achica Living blog brings you home and lifestyle inspiration
from achica. While our buyers at achica are busy travelling the
globe to seek out the most coveted and stylish luxury brands, the
style team here at achica Living are going behind the scenes to
bring you inspirational ideas, highlight the hottest products and
share advice from the industry experts so you can shop for the best
products. We'll also bring you exclusive interviews with the most
inspirational movers and shakers of the design industry and report
back our must-see finds out and about. achica Living was founded in
February 2010.

Company Information

How achica Works

When do promotions start?

New promotions start every day at 6.30am. Visit our home page to
see which promotions are currently open, or click on an individual
category to see which promotions are coming up or have just
finished in the Homeware, Indulge, Kids, Sport, Garden and Travel
categories.

How long do promotions last?

Promotions usually last either 24, 48 or 72 hours, however some
sales may have this time period extended. Quantities are limited,
so arrive early to avoid missing out on the things you love.

How do I know when new promotions start?

As a member of achica, you will receive a daily email newsletter
announcing new and continuing promotions. You can modify your email
preferences by visiting Subscriptions.

How long can I keep items in my shopping cart?

We will hold your items in your cart for 25 minutes. If you do
not purchase within this time frame, the items will no longer be
reserved for you and will be made available to other members.

What if an item is Sold Out? Is it gone forever?

If an items appears as SOLD OUT, it is unfortunately no longer
available for purchase. Check back to the site and keep an eye on
your email newsletters, because we may deal with a favourite brand
again. The available quantities are limited, so if you see an item
you love, don't hesitate to purchase.

What does membership give me?

As a member of achicayou will be the first to access exclusive
promotions on luxury home and garden brands. Each day we will send
you an email detailing the latest promotions, so you'll never miss
out on the products you like. As a member of achica you can access
exclusive member discounts and competitions throughout the year. We
will also provide the latest style ideas and tips for your home
each week directly to your inbox. Join our Facebook page and
interact with other members and download our Facebook app and rate
and review your purchases and share easily with your friends and
family.

What does SRP mean?

Where no RRP exists, the Suggested Retail Price, or SRP, will be
used.

Orders

How can I check the status of my order?

When you place an order with us, we send you an email,
confirming receipt of your order. Then, when it has been dispatched
from our warehouse, we'll send you a second email, advising you of
the anticipated delivery date. Wherever possible, we'll include a
link in this email that allows you to track your order's
progress.

Can I modify my order after it has been placed?

Unfortunately, it is not possible for you to change the content
of an order, once it has been confirmed. If, however, you would
like to change your delivery address or cancel the order, please
contact our Customer
Care team with the order number and details. Please note that
address changes must be requested within 7 days of placing an
order. If your order has already been shipped when you decide to
cancel it, you will need to return the item(s) to us.

Can I place an order after the promotion has ended?

Unfortunately, we cannot accept an order after the promotion has
closed. We do, however, sometimes repeat popular brand promotions,
so check the achica emails advising you of forthcoming promotions
to ensure you don't miss out a second time.

I have made more than one order on the same day - can you group
them all into one parcel so that I only pay one delivery
charge?

Because all individually checked-out orders are treated as
separate transactions, we are unable to group different orders
together in one package, even if the orders were placed on the same
day.

What should I do if part of my order is missing?

The first step is to check your delivery note or dispatch email
to see if any of the items in your order are due to arrive
separately. Because items purchased from different promotions may
arrive at our warehouse on different days, it's sometimes not
possible to dispatch your complete order in a single delivery (but,
don't worry, there is no additional charge to you if the order is
split across two or more deliveries.)
If this is not the case, and the delivery note says an item should
be in your parcel, but it isn't, please contact our Customer
Care team with the order number and product code/name of the
missing item, and we will arrange for the missing item to be
dispatched as soon as possible.

Exchanges

If you return a faulty or damaged item, we will do our best to
contact the supplier and order you a replacement. Unfortunately, as
we do not hold stock ourselves, replacement items can only be
provided subject to availability.

What are the payment options at achica?

You can use VISA, Mastercard or American Express cards on
achica. You can also pay with PayPal.

We take security very seriously, so rest assured your details
will be safe with us. All credit and debit card holders are subject
to validation and authorisation by both achica and the card issuer,
to ensure security and prevent fraud.

When will payment be taken?

Payment is taken immediately after you place your order - once
your card has been authorised, we'll send you an email confirming
that your order has been successful.
If your card is not authorised, payment will not be taken and you
will be notified immediately on the screen that the payment was
unsuccessful and you will be asked to provide another method of
payment.

Purchasing knives from achica

By placing an order for a knife, you declare that you are 18
years of age or over. Knives purchased on achica must be used
responsibly and appropriately.

Purchasing alcohol from achica

By placing an order for alcohol, you declare that you are 18
years of age or over. Alcohol purchased on achica must be drunk
responsibly and appropriately.

The achica Returns Policy

If you wish to cancel an order, simply contact our Customer Care team. We will
refund the cost of the order and the original delivery charge. If
the goods have already been dispatched, you will need to return
them to us at your own cost.

You can return products (except for those marked as exceptions) for a full refund if you return
the item(s) to us within 28 working days of receipt. Provided you
return the full order, we will refund the original delivery charge
paid. The cost of returning the item(s) is, however, at your own
cost.

Returned products must be in their original packaging, with
instructions and all parts included, in a fully resaleable
condition. Items must not have been used or assembled in any way.
achica reserves the right to refuse a refund on any item not deemed
to be resaleable or if any of the above terms have been
breached.

Please include the returns slip from your delivery note in the
parcel you are returning; without it, we may not be able to process
your refund.

The refund will appear on your statement within 14 days
of the goods being received into our warehouse.

Please note: the parcel and its contents are your responsibility
until they are received at our warehouse - we therefore recommend
that you use a registered postal service and retain proof of
postage. achica is not responsible for returned goods being lost or
damaged in transit. Please ensure the product is well packaged to
avoid any damage during transport back to our warehouse, so that
the product arrives at our warehouse in a resaleable condition.

How do I return an item?

If something is not right and you would like to return a
product, please speak to our Customer Care team. When
returning an item please remember the following:

Please complete the Returns Reason Form found on your delivery
note, indicating the item you are returning and your reason for
return. Please ensure you include this slip within the parcel -
without it, we may not be able to process your return.

Use the original packaging to repack your returns, ensuring
that the product is packed well enough to avoid any damage during
transport back to our warehouse. The product must arrive at our
warehouse in a resaleable condition.

Remember to obtain a Certificate of Posting from the Post
Office. This is your proof of posting if your parcel goes astray.
We recommend you also use recorded delivery or similar, thereby
obtaining a unique tracking ID.

Returns should be posted within 28 days of receiving your
parcel.

We will refund the card that you used to purchase your goods.
The refund will appear on your statement within 14 days of the
goods being received into our warehouse.

If your item was faulty or damaged on arrival, please contact
our Customer Care team
within 48 hours of receipt and we will arrange to collect the item,
and organise a replacement where possible.

I have received a faulty or damaged item.

We want all of our members to receive goods of the highest
quality, so if your product is faulty or damaged on arrival, please
contact our Customer Care team with details of the issue within 48
hours of receipt. We will arrange to collect the item from you and,
wherever possible, we will endeavour to organise a replacement item
for you. This, however, cannot be guaranteed as we do not hold
stock ourselves. All collections are made Monday to Friday, between
9am and 5pm.

I have received an incorrect item

Every so often mistakes are made, but we do our best to resolve
them out as quickly as possible. If you have received an incorrect
item in your order, please contact our Customer Care team, and we
will organise a free collection service to pick the item up from
you. Wherever possible, we will endeavour to organise a replacement
item for you. This, however, cannot be guaranteed as we do not hold
stock ourselves.

Can I return an item for a replacement?

If you return a faulty item, we will do our best to contact the
supplier and order you a replacement. As we do not hold stock
ourselves, replacement items can only be provided subject to
availability.

If you receive an incorrect item, we will endeavour to send you
a replacement, subject to availability. If this is not possible, we
will refund you, crediting the cost of the item and delivery to
your payment card.

We are able to offer our members such exclusive prices because
we order stock from our brand partners after each promotion has
closed, rather than holding stock ourselves. This can make it
difficult for us to order further stock at a later date, and
generally means that, where a replacement is available, there will
be a delay in getting the product to you.

Occasionally we may have spare stock in the warehouse if, for
example, another customer has returned an item that was on your
order or that you have chosen in exchange for the original product.
In such cases, we will be able to supply a replacement. These
coincidences cannot be relied upon, however, and we are therefore
not able to guarantee an exchange. The nature of achica does mean
that we are likely to get popular items back in stock in future
sales, so we recommend you keep checking your email newsletters and
visit our promotions regularly in case the item you like is
featured again.

When will I receive my refund?

The refund will appear on your payment card statement within 14
days of the goods being received into our warehouse.

Non-returnable items

The following items cannot be returned for a refund/exchange,
unless faulty:

Perishable goods, such as food and flowers
Incomplete cases of wine
Pierced jewellery
Cosmetics/fragrance, once the original packaging has been
opened
Magazine subscriptions
Underwear, hosiery or swimwear without hygiene strips
Items that have been personalised for you, such as gifts or
stationery
Made to measure products such as furniture and fabric cut by
length

Delivery Costs

Delivery costs are calculated according to country of delivery
and weight of the parcel.

UK & Highlands

0-2kg

2-5kg

5-20kg

20-35kg

35kg+

UK Mainland

£4.99

£7.99

£9.99

£35.00

Highlands & Islands

£5.99

£9.99

£24.99

£34.99

£74.99

Northern Ireland

£5.99

£9.99

£24.99

£34.99

£74.99

* We cannot currently deliver to Isle of Man, Guernsey and
Jersey

International (from UK)

0-2kg

2-5kg

5-20kg

20-35kg

35kg+

Republic of Ireland

£9.99

£24.99

£34.99

n/a

France

£5.99

£9.99

£24.99

£34.99

n/a

Spain

£5.99

£9.99

£24.99

£34.99

n/a

Unfortunately, we are unable to deliver any other country than
those stated above. We do not deliver to PO boxes of BFPO
addresses. Delivery will take place on weekdays only.

What is the estimated delivery time?

On the page of the product you are interested in, and again in
your Order Confirmation email, we will state an estimated date of
delivery. We aim to deliver most items to UK mainland addresses
within 15-20 working days of the close of the promotion. For larger
items, or for deliveries outside the UK mainland the delivery time
is longer due to the logistics of shipping such items / additional
time required to deliver outside the UK - generally 20-25 working
days. Public holidays may mean this time is increased slightly.
achica is able to offer such great prices because we work hand in
hand with the brands - purchased goods are shipped to our warehouse
for repacking and delivery to the member's destination, which
lengthens the delivery time. Delivery will take place Monday to
Friday.

If you have not received your item or any communication from us
within 20 days of the estimated delivery date, please contact the
achica Customer
Care team here.

Split delivery

Wherever possible, we will deliver all items from your order at
the same time. Sometimes, however, we will split the delivery of
your order as items purchased from different promotions may arrive
at our warehouse on different days. (Don't worry, there is no
additional charge to you if the order is split across two or more
deliveries.)
Please check your delivery note or dispatch email(s) to see if any
of your items are due to arrive separately. If not, and the
delivery note says an item should be in your parcel but it isn't,
please contact our Customer
Care team with the order number and product code/name of the
missing item, and we will arrange for the missing item to be
dispatched.

Account

I have forgotten my password.

How do I change my name, password, email or address?

You can modify your name, phone number, address, email or
password in the Personal Details
section of My Account.

How can I unsubscribe from daily email newsletters?

You can modify your Email Subscriptions
in the My achica section. You will also find an unsubscribe link at
the bottom of all email newsletters. And don't worry - even if you
choose to unsubscribe, you can still log in and shop at achica
anytime. It's easy to re-subscribe to our newsletters at any time;
simply re-visit the Email Subscriptions
section and amend your options.

How safe is my personal information when I become a
member?

Our members' safety and privacy are our utmost priority. Your
data will never be sold to or shared with third parties without
your approval. Please visit our Privacy page for details.

Technical

I am having general problems accessing or buying from
achica.

We recommend you make sure you have the latest updates and
patches for your operating system.

If you are still having problems, get in touch with our Customer
Care team, who should be able to help you. Please include as
many of the following details as possible:

Your operating system (e.g. Windows 10, iOS 10)
Internet Browser and version (e.g. Chrome, Safari)
A description of the problem

If you have forgotten your password, click 'Forgotten password?'
and we will send you an email reminder.

Referral Vouchers

Referral vouchers

Referral vouchers are automatically added to your account when
an invited friend makes their first purchase. You can invite
friends to achica now by clicking here.

There are four methods to choose from:

Copy and paste your unique link into emails, Facebook, Twitter
etc.

Invite people from your address book.

Enter email addresses to invite people.

Invite using the Facebook app.

When you invite a friend, they receive a £10 voucher; when they
make their first purchase, you receive a £10 voucher - you will
receive an email advising you of your voucher code when this
happens. Vouchers are valid for 45 days from date of issue.
Alternatively, you can visit the My Invitations section
of My Account to keep track of your voucher codes and
invitations.

Please note: only one voucher can be redeemed per household and
vouchers cannot be used for Travel and Gift Cards.

Why should I invite friends?

Inviting friends to become members of our exclusive members-only
shopping club will not only introduce them to a new and exciting
way to shop for quality homewares and lifestyle accessories, but
will earn you vouchers to spend at achica . If you invite a friend
who goes on to make a purchase, you will both receive a £10 voucher
to spend at ACHICA.

General Voucher Terms and Conditions

A voucher can only be used once and cannot be used for Travel or
Gift Cards. A voucher cannot be used in conjunction with any other
achica voucher. No cash alternative available. Only one voucher is
eligible per household.

Vouchers are valid until the specified date, or till the 31st
December of the current year (if no date is specified).

achica reserves the right not to issue discounts or remove them
where we have grounds to suspect the promotion has been used in
contravention of our terms and conditions. achica reserves the
right to withdraw, amend or extend a voucher code promotion at any
time. Other terms may apply, please see the specific promotion
T&Cs for full details. A voucher is only applicable for the
email address to which it was sent.

Should you cancel or return Goods from an order where a
promotional discount code has been used, no refund of this
promotional code or equivalent value will be provided.